Bibliographic citations
Costilla, J., De, E. (2016). Implementacion de un software open source para la generacion de valor del proceso de atención del área de Helpdesk en la Empresa Tal S.A. [Tesis, Universidad Privada Antenor Orrego - UPAO]. https://hdl.handle.net/20.500.12759/3411
Costilla, J., De, E. Implementacion de un software open source para la generacion de valor del proceso de atención del área de Helpdesk en la Empresa Tal S.A. [Tesis]. : Universidad Privada Antenor Orrego - UPAO; 2016. https://hdl.handle.net/20.500.12759/3411
@misc{renati/376652,
title = "Implementacion de un software open source para la generacion de valor del proceso de atención del área de Helpdesk en la Empresa Tal S.A.",
author = "De la Cruz Berrospi, Elizabeth Jackeline",
publisher = "Universidad Privada Antenor Orrego - UPAO",
year = "2016"
}
The following research details the process of incident management and how to make it generate value for the company. The HelpDesk area in the company provides different services, such as corrective and preventive maintenance, training and, especially incident management. On each new release of an application or system is the moment where the incident rate reaches high levels, so the area is full of solicitudes but, until now, it has had many inconveniences to improve the process. Daily, the area receives between 15 to 20 solicitudes of incident management, on field as on offices, so we have apt and ready to act staff to solve those issues, being one of the greatest inconvenient how to move between company branches. Of these solicitudes, the ones that are registered don’t have an adequate format to generate a report and to make decisions on them, but it works to have control of the incidents by date. This document contains how the authors have determined the process will enhance and generate value to the company. In our particular case, our definition of value is the quality of service given. The analysis gives us a light, because with the hypothesis proposed a real change can be observed between how it was before and after the solution proposed by the authors. We hope that this thesis will become a body of knowledge to be applied on any other scenario where value generation of the incident management process is needed.
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